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This free service is provided to help you with the tasks of research and analysis in hopes of increasing your productivity. Using more simplified search criteria, this Web site puts the most relevant information affecting the communications sector at your fingertips.


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2013 Application Usage Management Report Intelligent Devices & Software: The Future of Manufacturing
Flexera
3/12/2014 11:27:30 AM
The 2013 Application Usage Management survey was conducted by Flexera Software with input from IDC's Software Pricing and Licensing Research division under the direction of Amy Konary, research vice president - software licensing and provisioning at IDC. This annual research project looks at application usage management trends and best practices. The survey reaches out to executives at application producers (Software vendors and intelligent device manufacturers) and enterprises who use and manage software and devices. This is the first year this survey is being conducted.

Based on this Application Usage Management survey, it is clear that device manufacturers are moving to the intelligent device model for a variety of reasons - to react quicker to changing market needs, reduce time to market for creating new products and product enhancements and reduce costs.

Optimizing the Communications Architecture: Calculating SIP Bandwidth with Infortel Select Reporting
ISI
3/4/2014 11:59:22 AM
In the past, well worn methods of traffic engineering were used to plan voice networks. Calculations such as Erlang B and Erlang C ruled the day. Since T1's were used, companies typically added circuits in blocks of 24. SIP changes all this. The key metric of SIP traffic engineering is the number of concurrent calls needed. This not only equates to the way the service providers bill for PSTN SIP circuits, it relates directly to bandwidth required.

To properly engineer the network at each phase of the deployment, you need to calculate the number of concurrent voice channels needed. These calculations must be made for both on-net and PSTN calling. Many companies simplify this by guessing. For example, if a location had four POTS lines, they simply assume they will need four SIP circuits from their service provider. This can be a costly mistake.

How to Select a Workforce Management Solution for your Call center
Monet Software
3/3/2014 4:04:46 PM
Every call center has different workforce management needs. Size, structure, industry, type of calls and many other factors determine your unique requirements. This whitepaper provides some guidelines and key questions you should consider when selecting workforce management software for your call center. This will ensure you find the right solution for your contact center and get the most out of it.

Opengear Enhances Your Cisco Out-of-Band Management
Opengear
3/3/2014 3:56:48 PM
Opengear can help you create a comprehensive Out-Of-Band management solution for your supervisor modules by creating a highly secure and isolated management network using two Opengear IM4216-34 console servers. These units support both serial and Ethernet connections and can create a separate and secure management network. These units also help restore and upgrade IOS images using their built-in TFTP servers and 16GB of internal flash. All serial and IP access can be controlled thru access lists and firewall rules.

Aligning People and Technology to Create an Effective Voice Self-Service Channel
CUSTOMER Magazine
2/28/2014 3:29:17 PM
It takes more than a vision to create an effective interactive voice response self-service solution in a contact center. There are many factors that contribute to the goal of achieving high self service completion rates along with improved customer satisfaction with this communication channel.

This case study explores two organizations that needed customer self-servicing solutions that would decrease contact center agent call volume. By implementing VoltDelta these organizations were able to improve their self-servicing rates, customer satisfaction, and provide agents with more time to deal with complex issues.

Download the white paper now.

Voice of Your Customers - Listening is only part of the story
JD Power
2/27/2014 12:12:59 PM
A world-class voice of the customer (VOC) research program is important to all business centers, particularly contact centers. More than just a survey, a VOC program provides your organization with critical insights, analytical tools and the appropriate context by which to determine the value of the information collected. Asking questions that truly define and explore the entire customer experience, in timely fashion, can help your contact center to address and improve customer focused efforts. Download this white paper to learn how you can improve your VOC programs and see measurable results.

WebRTC Outlook 2014 Report
TMC
2/27/2014 9:58:50 AM
The WebRTC Outlook 2014 report is based on a survey conducted by WebRTC World in late December 2013. The focus of the survey was to provide feedback to and from the WebRTC community as to how WebRTC would be adopted, how it will be implemented and used and how it will change markets in 2014. The survey was sent to a broad WebRTC user community and over 100 respondents completed the survey. This is the best view of how the WebRTC community views 2104 for WebRTC adoption and use.

The survey had 13 questions, of which eight were multiple choice categories and five were open-ended. The survey was structured to get both defined results and open the responses to a variety of views. In the report, the survey and responses have been organized into five categories:

• Trends in WebRTC - This section identifies trends and general outlook for 2014.
• User Adoption - This section looks at the outlook for user adoption of WebRTC through 2014.
• Industry Adoption and Impact - This looks both at which industries will adopt WebRTC first and where the greatest impact and disruption will be.
• WebRTC Plans – This provides insight into plans by the respondents to use WebRTC in their business in 2014.
• Barriers - What are the barriers to WebRTC in 2014?

Social Media Engagement for Superior Customer Service
CGS
2/24/2014 6:04:27 PM
As technology becomes part of the fabric of our lives, more and more customers use social channels to answer their questions. They engage with communities to resolve problems or address issues before they contact a call center. Social channels are not only easier to use for the consumer, they can also be less expensive and more effective than a traditional call center.

This whitepaper will provide you with recommendations on how to devise a comprehensive social media support strategy.

You will learn:
- How social media is actually a way to enhance customer service by giving the consumer an additional medium of communication
- How social media works with contact centers
- The ways call centers can use social media to engage with customers in a way that fits their lifestyles
- How social media gives customers a chance to interact with companies and gain the latest information as part of a larger community

Ensuring Your Brand is at the Forefront of a BPO Relationship
CGS
2/24/2014 6:02:44 PM
Far too often, BPO providers invest more in their own brand than in the brands of their customers. What they don't seem to realize is that equal, and often greater benefits can be achieved when they make that same investment in their customer's brands.

This whitepaper will provide you with recommendations on how to effectively align your brand with that of your outsourcer's and the steps you should take to ensure your vendor fully supports and embraces your brand.

You will learn:
- Why brand identification is important and how to maximize it
- How to assess your outsourced partner's brand loyalty
- The proper steps to extend your brand's culture
- Expected benefits

Avoiding Cloud Security Audit Pitfalls
INetU
2/19/2014 4:19:35 PM
The key to inexpensive and uneventful audits is advanced preparation. As SaaS providers and enterprises start preparing for audits that involve cloud environments, they would do well to learn from the mistakes of others. Cloud audits often involve participation from third parties such as hosting providers in order to provide verification of compliance. Unfortunately, it can be easy to bungle the relationship management between the audited entity, the auditor and the third party. INetU often witnesses some clients make simple mistakes in how they manage the workflow between all parties that inevitably costs the client in terms of extended and even failed audits. Our experts have identified some of the most common pitfalls here and offered some tips on how to avoid them.

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